Job Description

Job Position - Customer Service Executive
Company Name - Al Fuad Exchange
To join team at the Dubai Head Office. (This role is specifically for Arab Nationals Only.)
Immediate joiners will be preferred.
Requirements:
2 to 3 Years of experience, preferably in the exchange house sector
Graduate in Finance or in a relevant field
Command on Microsoft Office
Excellent Communication / Interpersonal Skills
Responsibilities:
1. Customer Complaints Management - Handle, resolve, and monitor customer complaints to ensure timely and satisfactory resolution.
2. Call Records Maintenance - Maintain accurate and up-to-date records of all calls received, including details of inquiries, issues, and resolutions.
3. Reporting & Surveys - Prepare monthly reports and conduct customer satisfaction surveys to identify trends and areas for improvement.
4. Policy & Process Improvement - Review and enhance customer service policies and processes to improve efficiency and customer satisfaction.
5. Interdepartmental Collaboration - Work closely with other departments to address customer issues and improve overall service delivery.
6. Team Supervision & Development - Supervise, mentor, and develop the customer service team to ensure peak performance and professional growth.
7. Daily Operations Oversight - Manage day-to-day customer support operations across multiple channels, including phone, email, and chat.
8. Training for New Hires - Conduct onboarding and training programs for new team members to ensure alignment with company standards.
9. Case Escalation Management - Oversee escalated cases to ensure swift and effective resolution, maintaining high service quality standards.
10. Training Material Development - Create and maintain comprehensive training materials for ongoing staff development.

Skills Required